No big surprise here: the number of support tickets increased again last year, following the same trend it has for nearly a decade. More than 57% of organizations reported an increase in ticket volume in 2018, according to the latest HDI Technical Support Practices & Salary Report.
The question is, why? It seems clear that end users are now fully acclimatized to using technology in the workplace, so what’s triggering this very consistent increase in support incidents and issues?
It comes down to three factors:
Greater complexity in the technology environment. Nearly 50% of organizations are supporting Internet of Things (IoT) devices, with more businesses following suit to stay competitive. These IoT devices scan, measure, and report on the network, adding a whole new world of support issues to manage.